This role will suit a call centre - at this time we are not looking for individuals
We are looking to hire a virtual team of assistants to look after our customer, basic technical support and our sales queries.
Working hours 16 hours on call per day. 0600-2100 GMT - English speaking
This role is 16x7x365 and will need a minimum team of 3 trained on the project
At present we received well under around 20 hours of queries per month. when not answering customer support / technical support / sales then staff will be working on admin (marketing, database cleaning, updating and sending marketing mailers etc)
Ideally we are looking for a outsource organisation to do this role.
1) Customer support
2) basic tech support on android - Reinstalling apps via the quick support application
We will of course offer full support and training to get your team members up and running.
This will be a chat only response at the start / we may look to add voice calling later so business level English is a must. English will be the main language other languages would be fantastic but not essential
3) sales enquirers if you have the right level of staff we would like to add a sales team also ( commission will be paid on each sale)
we need a minimum of on-call of 16 hours per day – with the ability to cover 16x7x365 when we need it.
Main customer locations UK, Europe and Asia.
4) Chat response <1m
All support will be via a fully scripted playbook. TeamViewer is how we deliver our remote access support.
So what do we need? We need 16x7x365 support from 0600-2100 GMT a team that can pick up these chats for support and sales. Our average support call is 7 minutes. This is when a customer tells us they have a problem. We average around 12- 20 hours per month of active support but need the team to be on call as per the above.
We would say we would need a min of 3 staff from your org to be trained but only 1-2 to be oncall.
We operate via online chat and hubspot
The admin when not answering support the staff will work on admin technical tasks ( WordPress, social media marketing etc
We have had a support function in place for almost 3 years and know how this operates/ functions. The model we have is streamlined and works well.
If you are interested in providing this I need to know
1) A company overview – staff number, founders, locations. How long in operation etc
2) monthly cost
3) When you can start the project
4) Payment terms –Monthly. Payment will be placed into escrow and released at the end of each month.
5) What questions/concerns comments you have
We are keen to get this up and running ASAP and would like a go live date of November 1
This is not suitable for individuals. We are seeking an outsourced call centre that has an in-house team.
Fixed monthly price $1000